Job Description

Job Responsibilities:

• Identify trends, opportunities, and pain points across Reality Labs' customer support channels using various data sources (customer support operational data, case transcripts, surveys, and other relevant data).
• Monitor customer feedback to identify emerging trends and issues and perform root cause analysis.
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
• Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
• Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness.
• Utilize various systems and tools (AI analytics tools, Salesforce, Hive) to analyze and deliver insights.

Skills:

• Proficiency in AI-powered tools: Demonstrated working.
• knowledge of Generative AI technologies (e.g., LLMs and AI agents), with experience designing, prompting, and orchestrating AI systems (e.g., prompt engineering) to automate data analysis, synthesize insights, and execute multi-step analytical tasks (e.g., prompting agents to clean datasets or build visualizations).
• Experience working with Salesforce.
• Knowledge of predictive analytics or ML/AI techniques.

Education/Experience:

• Master’s degree in computer science, Data Science, Statistics, Mathematics, or related field.

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